Customer Experience Specialist

hace 2 meses

Ciudad de México CDMX SPX FLOW A tiempo completo

Based in Charlotte, North Carolina, SPX FLOW, Inc. (NYSE: FLOW) innovates with customers to help feed and enhance the world by designing, delivering and servicing high value solutions at the heart of growing and sustaining our diverse communities. The company's product offering is concentrated in rotating, actuating and hydraulic technologies, as well as automated process systems, into food and beverage, industrial and power and energy markets. SPX FLOW has approximately $2 billion in annual revenues with operations in more than 30 countries and sales in more than 150 countries.

**JOB DESCRIPTION**

**Job Title**

Customer Experience Specialist, Customer Services

**Department**

Commercial Operations

**Segment**

Corporate

**BU / Division**

Mixing Solution

**Location**

Mexico

**Reports to**

Customer Experience Manager

**Direct Reports**

**Key Working Relationships**
- Customer Experience Specialists
- Commercial Leadership - Regional and Local
- Purchasing
- Project Management
- Factory Leadership
- IT & SAP teams

**JOB SUMMARY**

**PRINCIPAL DUTIES AND RESPONSIBILITIES**
- Set-up sales orders received by phone, or mail for order entry daily.
- Order entry responsibilities are completed daily including entering new orders, adding items to existing orders, changing orders, expediting, canceling items on existing orders and pricing verification. Active daily management of any order changes.
- Review new orders for SPX compliance and responsible to make sure any issues arise with the commercial terms are addressed with the customer and internally, tax exemption status and required supporting documents.
- Proactive Dating and Rep/Customer notification
- Engineering reconciliations and simple engineering parts creations when required.
- Review customer complaints and issue returned goods numbers or credits as required, and initiate customer complaints received within internal tracking programs (C4C).
- Document customer interactions, inquiries, and resolutions accurately and comprehensively in the our C4C/ CRM system or database.
- Enter order acknowledgements in customer web portals.
- Fulfill supplier form requests and finance documents. Manage customer account information in our Master Data system -Profisee.
- Manage all order related internal activities (Warranty, Finance) as required and overseeing and managing specific customer service operations and request ie: IT, C4C.
- Liaison for all internal and external team communications for sales orders. Including, but not limited to, Supply Chain, Engineering, Commercial, Technical Services, Production, and Shipping.
- Notify appropriate personnel of all updates needed to maintain accurate customer and material master files.
- Proactive communication process for upcoming shipments under customer control and sales order status updates when applicable
- Exhibit sufficient export order knowledge and comply with all company rules for export order processing.
- Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
- Develop a deep understanding of the company's products or services to provide accurate information, guidance, and recommendations to customers.
- Meet or exceed established performance metrics and KPIs related to customer satisfaction, response times, resolution rates, and quality of service.
- Promote a safe work environment by encouraging timely completion of safety training, safety activities and completion of safety observations.
- These duties may vary depending on the specific needs and objectives of the organization.

**KNOWLEDGE, SKILLS, AND ABILITIES**
- Availability to travel to multiple sites as needed.
- Excellent communication and interpersonal skills, and the ability to thrive in a fast-paced environment.
- Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
- Strong written and verbal communication skills in English and Spanish.
- Exceptional attention to detail, accuracy, and professionalism.
- Commercial and basic technical acumen.
- Self-starter and self-motivation.
- Strong computer skills including expertise in Microsoft Word, Excel, PowerPoint preferred. Ability to quickly develop proficiency in new programs.
- Strong interpersonal skills and the ability to work in a team environment.
- Proven discretion with highly confidential information/documents. Must have high degree of integrity, discretion, and judgment.
- Polished professional communication skills and personal presentation.
- Able to remain extremely professional, composed, and competent in all environments.
- Demonstrated competence in basic technical comprehension to ensure alignment with company standards and effective fulfilment of customer expectations.
- Proven discretion with highly confidential information/documents. Must have high degree of integrity, dis

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